About the Role
d.light is a global social enterprise dedicated to providing clean, affordable solar energy solutions to families without reliable power. Since 2006, we have transformed millions of lives by replacing dangerous kerosene lamps with sustainable solar technology. We are currently looking for a dynamic and results-driven Manager, Contact Center Operations to lead our customer support initiatives, enhance partner performance, and champion a customer-first culture across our growing Nigerian operations.
Key Responsibilities- Implement and measure robust KPIs to continuously drive the improvement of service delivery standards across all channels.
- Collaborate closely with technical teams and contact center partners to resolve customer issues promptly and prevent recurrence.
- Enhance team competencies and skill levels through targeted training programs and regular performance evaluations.
- Achieve set contact center metrics, service targets, and operational budgets within agreed timelines and cost parameters.
- Drive inbound, outbound, KYC, and upsell initiatives while ensuring high levels of customer satisfaction and engagement.
- Bachelor's degree in Social Sciences, Business Administration, or a related field.
- Minimum of 5 years of working experience in a call center or service industry, preferably within technology-oriented firms like mobile telephony or BPOs.
- Additional call center qualifications or a diploma in Customer Services Management will be an added advantage.
- Exceptional interpersonal, coaching, problem-solving, and decision-making skills.
- Proficiency in computer applications including MS Word, Excel, and PowerPoint.
- Competitive salary with performance-based incentives.
- Opportunity to work with a leading global brand in the renewable energy sector.
- Health insurance and other comprehensive wellness benefits.
- Dynamic, mission-driven work environment with opportunities for professional growth.